Help Center

Orders are normally processed within 1–3 business days after payment has been successfully received.

Processing may take slightly longer during holidays, promotional periods or other periods of unusually high demand.

Contact us as soon as possible at support@orinovae.com if you need to change or cancel an order.

Cancellation is free before processing or fulfilment begins. Once an order has been processed or shipped, changes and cancellations may no longer be possible.

An order that can no longer be cancelled may still qualify for return after delivery under our Returns, Refunds & Cancellation Policy .

Email support@orinovae.com immediately with your order number and the correct delivery information.

We will try to update the order before it is processed, but changes cannot be guaranteed once fulfilment or shipping has begun.

First, check your spam, junk or promotions folders. Confirmation emails may occasionally be filtered by your email provider.

If you still cannot find the confirmation, contact support@orinovae.com using the email address entered at checkout.

Estimated delivery times after order processing are shown below.

These estimates are provided for guidance and are not guaranteed. Customs procedures, weather, carrier delays, transport interruptions and peak holiday periods may affect delivery.

Read the complete Shipping Policy.

Shipping charges are calculated automatically at checkout based on the delivery destination, order value and available shipping method.

Any free-shipping promotion for which your order qualifies will be displayed during checkout.

International orders may be subject to import duties, customs fees or local taxes charged by the destination country.

These charges are set by local authorities and are not included in the product price or shipping charge unless clearly stated otherwise during checkout.

Delivery can occasionally be delayed by customs inspections, severe weather, transportation disruptions, carrier service interruptions or peak holiday demand.

Review your latest tracking information first. If your parcel has not moved for an extended period, contact support@orinovae.com.

Once your order has been dispatched, you will receive an email containing your tracking number.

Enter the tracking number on our Track Your Order page to view the latest delivery updates.

Tracking information may take 24–72 hours to appear or refresh after your parcel has been dispatched.

If there is still no update after this period, or the parcel has shown no movement for an extended time, contact support@orinovae.com.

Please complete the following checks:

1. Check around your property and any designated safe place.
2. Ask other members of your household.
3. Check with neighbours or building management.
4. Contact the local carrier using the tracking information.

If the parcel is still missing, email support@orinovae.com with your order number and tracking number. We will help you investigate the delivery.

Tracking information is sent after dispatch, not immediately after an order is placed. Please allow the normal 1–3 business day processing period first.

Also check your spam or junk folder. If the processing period has passed and no tracking email has arrived, contact our support team.

Eligible items may be returned within 30 days of delivery.

To qualify for a return, the item must:

• Be unused and in its original condition
• Be returned in its original packaging
• Include proof of purchase or a valid order number
• Receive return approval before being sent back

Used items, products damaged through misuse and unauthorised returns may not be accepted.

Certain products may be non-returnable for hygiene, safety or product-specific reasons. Any applicable restriction should be shown on the relevant product page.

Before sending anything back, email support@orinovae.com and include:

• Your order number
• The item or items you want to return
• The reason for the return

Our team will review the request and provide the return address, instructions and next steps.

When an eligible item is returned because you have changed your mind, return shipping costs are the customer's responsibility.

Original shipping charges are non-refundable. We recommend using a trackable return service and keeping proof of postage until the return has been completed.

If an item is confirmed to be damaged, defective or incorrect, ORINOVAE will arrange an appropriate solution at no additional cost to you.

Contact support@orinovae.com within 7 days of delivery.

Please include:

• Your order number
• A clear photograph of the product
• A photograph of the packaging
• A photograph of the shipping label, where applicable
• A brief description of the issue

If the issue is confirmed, we may provide a replacement, refund or another appropriate resolution at no additional cost.

Once a return has been received and inspected, we will email you with the outcome.

Approved refunds are normally initiated to the original payment method within 3–5 business days after approval.

Your bank or payment provider may require additional time to display the funds in your account.

If you have received a refund confirmation but cannot see the funds, check your account again and contact your card provider or bank. Processing times vary between financial institutions.

If the refund is still missing after speaking with your payment provider, contact support@orinovae.com.

Read our complete Returns, Refunds & Cancellation Policy for full eligibility, shipping, refund and cancellation terms.

ORINOVAE believes everyday products should do more than simply serve a function.

Every product we create or select is considered against The ORINOVAE Standard™:

• Useful — it should solve a real everyday problem clearly and effortlessly.
• Beautiful — calm, balanced and considered rather than decorative for its own sake.
• Lasting — designed for repeated use and long-term value rather than first impressions alone.

These principles guide our approach across home, travel and pet living.

We work to represent each product as accurately as possible. However, colour, texture and appearance can vary slightly because of screen settings, device displays and lighting conditions.

If your product arrives damaged, defective or incorrect, contact us within 7 days of delivery and provide the information and photographs described in the Returns section.

Any additional product-specific guarantee or warranty will be stated on the relevant product page.

Available payment methods may include:

• Visa
• Mastercard
• American Express
• PayPal
• Apple Pay
• Google Pay

The payment options available to you will be displayed during checkout and may vary by country, currency or device.

Yes. Payments are processed through secure payment providers using industry-standard encryption and security practices.

ORINOVAE does not store complete payment card details on its servers.

A payment may be declined because of incorrect billing details, insufficient funds, bank security checks or restrictions placed by your payment provider.

Check the details entered, try another available payment method or contact your bank for further information.

No. You may complete your purchase as a guest.

Creating an account can make it easier to access your information and manage future purchases.

Select the account or login option in the website header, or visit the account login page.

Use the same email address associated with your ORINOVAE orders.

Select the unsubscribe link at the bottom of any ORINOVAE marketing email.

Essential service emails relating to active orders, payments, delivery or account security may still be sent when required.

Yes. ORINOVAE supports selected corporate and bulk-order projects, including:

• Employee appreciation programmes
• Client and partner gifts
• Holiday and seasonal gifting
• Conference and event gifts
• New employee welcome kits
• Team achievement gifts

Selected qualifying projects may support options such as logo printing, branded packaging, personalised inserts, presentation boxes, custom colours or curated gift sets.

Availability depends on the product, order quantity, project requirements and production timeline.

Email marketing@orinovae.com with:

• Your company or organisation name
• The type of project or occasion
• Your estimated quantity
• Your preferred delivery date
• Any branding or personalisation requirements
• The destination country or countries

You can also review our Corporate Gifting & Bulk Orders page.